Yotpo Manager Customer Success 

Bulgaria, Sofia 

197587712

You will:

• Manage the day-to-day performance of a team of 3-5 Customer Success Managers
• Ramp up CSMs’ knowledge of the Yotpo platform and internal operations
• Develop the digital marketing, e-commerce, and consulting skills of our SMB CSM team through continued education, with the intent of forming CSMs who become key stakeholders in the success of our customers
• Be the point of escalation for all communications with customers
• Track team metrics and report performance data to CS leadership on a regular basis
• Meet predefined retention and revenue goals, and drive an accurate, iterative forecast
• Embody company culture and maintain high team engagement
• Proactively identify opportunities and points for optimization where we can deliver even greater value for our clients
• Manage the Sofia site operation and be the go-to person for our personnel, reporting back to the Yotpo leadership team

About you:

• Experience within a B2B SaaS environment, eCommerce, or a consulting role preferred.
• Experience in a CSM or Account Management role.
• People management experience within a high-growth organization.
• Demonstrated knowledge of strategic account service techniques and processes, including the ability to understand customer needs, overcome objections, develop solutions, negotiate and manage critical situations
• General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and/or eCommerce best practices
• Technical know-how in web design and development projects, analytics and tracking, CMS platforms, API calls – an advantage
• Fluent English – MUST
• Other languages – Big advantage

What we offer :

• Track to success – work in a dynamic organization with ambient and laid-back office atmosphere + best coffee in town
• Individualized career development, rewards and recognition.
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Internal mobility program and refer-a-friend program
• Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
• Food vouchers – monthly
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc
• Stocked kitchen and bar.
• Equity in options.
• Hybrid working – 2 days/week in the office.